Information Security Remote Access Services

Questions and Answers

In addition to these frequently asked questions, knowledge base articles and solutions to common problems can be found in the Installation and Troubleshooting Guide.

Table of Contents

 

Q. What is the link to the Remote Access Solution?

A. You can access the Remote Access solution at:http://connect.cps.edu. Please review the installation guide for directions. The installation guide is located at http://vpn.cps.k12.il.us.  Most users will have their access automatically provisioned based upon their role within CPS.

Back to Table of Contents


Q. What is my Active Directory (AD) user name and password?

A. Your Active Directory username and password is the same as your general CPS username and password.

Back to Table of Contents


Q. How do I change my Remote Access Password?

A. Your Remote Access client password is the same as your Active Directory password. In order to change it, you need to access the CPS Password Management site located at https://password.cps.k12.il.us/. Follow the instructions and allow 15 minutes for the password to change to propagate the Remote Access solution. If you are not an employee, please call the IT Service Desk at (773)-553-3925, option 9, to get your password reset.

Back to Table of Contents


Q. How do I use the CPS Remote Access solution?

A. The CPS Remote Access client is an Internet browser based solution. To start a Remote Access session, go to the following website: http://connect.cps.edu. You will be presented with a login page. Enter your Active Directory username and password.

If your credentials have been successfully authenticated, you are ready to access applications remotely. Please note: You will only be given access to applications that you are authorized to access. If you do not see a link to an application, or can’t access an application, please fill out the CPS Remote Access Service Request form in order to request access. All Remote Access requests are subject to final approval by ITS.

Back to Table of Contents


Q. What are the support hours for Remote Access Service?

A. The IT Service Desk is available 7 a.m. to 5 p.m. Monday through Friday at (773)553-3925, option 9.

Back to Table of Contents


Q. I am having trouble installing the ActiveX or Java client. What do I do?

A. Please refer to the troubleshooting guides for additional settings and instructions to follow for installing the ActiveX client.

If you have a CPS-owned computer and are still having issues please, call the IT Service Desk at (773)553-3925, option 9, for additional assistance.

If you are trying to install the ActiveX client on a personal computer please refer to the FAQs and the Troubleshooting guides. If you still experience issues, you will need to contact your local computer support service to address the issue.

Back to Table of Contents


Q. I am getting a “Wrong Username or Password” error. What do I do?

A. If you have successfully connected to Remote Access previously, try resetting your password via the CPS Password Management site at https://password.cps.k12.il.us/.
If you are a contractor, you will need to contact the IT Service Desk at 773-553-3925, option 9.

Back to Table of Contents


Q. I am having trouble accessing the Remote Access website. What do I do?

A. You will need to verify that you have Internet connectivity. If your Internet connection is stable, contact the IT Service Desk at (773)553-3925, option 9.

Back to Table of Contents


Q. I am using a personal firewall at home. Will it work with the Remote Access client?

A. Any personal firewalls will support Remote Access client connectivity. In order to determine the appropriate configuration for your firewall please refer to your firewall manuals and ensure that HTTPS (port 443) is allowed out to the Internet.

Back to Table of Contents


Q. I am trying to log in to the Remote Access Portal and I am getting an error regarding anti-virus or malware. What do I do?

A. The Remote Access solution has built in end-point security features to protect the Board network from malicious attacks and computer viruses. CPS users should have up-to-date anti-virus software on their Board-owned computers or personally-owned computers.

The following anti-virus programs are supported and should be installed:

Windows OS

Apple Macintosh OS

Back to Table of Contents


Q. Why do certain native applications or connection safe applications not work in Windows 7?

A. If not in Network mode in the small window (SNX) you will need to disconnect andreturn to the portal page. Across from Native Applications you will see the “Settings” link. Click on the link and go to the section “Connect SSL Network Extender using.” Select “Network Mode” and click “OK.” Click the “Connect” button on the portal page to reconnect. You will see the connection as “Network Mode” and the IP address should be 172.X.X.X.

Back to Table of Contents


Q. How do I disable ActiveX Filtering using IE9?

A. To disable:

  1. From within Internet Explorer, click on Tools.
  2. Click on Safety.
  3. Uncheck ActiveX Filtering.

Back to Table of Contents


Q. What do I do when I receive a Routing Table Configuration failed error on my Windows machine when attempting to connect to VPN?

A.

  1. Remove/Reinstall SSL Network Extender (SNX). Go to Start then open Control Panel. Within Control Panel open Programs and Features folder. Once in Programs and Features folder, locate and uninstall both Checkpoint Deployment Shell and SSL Network Extender.

  2. Restart The SNX Service. Go to Start then open Control Panel. Within Control Panel open Administrative Tools. Once in Administrative Tools, to go Services. Right click on Check Point SSL Network Extender and click restart.

  3. Reboot machine.

Back to Table of Contents


Q. I’m trying to click an IMPACT associated link within the VPN portal but receive a “…Cannot display the Web page” error. How do I fix this?

A. Open an IE browser then click Tools. Within Tools click Compatibility View Settings and make sure you have an entry for cps.edu. If not, then add cps.edu and click Add. If this doesn't resolve the issue, then click Start and type C:\Users\<CPS username>\AppData\Local\Temp\  inside the Search Programs and Files field. Replace <CPS username> variable with your actual CPS ID then press Enter. When a new folder opens, look for a folder called CSHELL. Right click on this folder and do a delete. Reconnect to VPN and retry accessing the link.

Back to Table of Contents


Q. After the scan is completed I receive a Deployment Shell internal error, what can I do to resolve this?

A. Open an IE browser then click Tools. Within Tools click Compatibility View Settings and make sure you have an entry for cps.edu. If not, then add cps.edu and click Add. If this doesn't resolve the issue, then click Start and type C:\Users\<CPS username>\AppData\Local\Temp\  inside the Search Programs and Files field. Replace <CPS username> variable with your actual CPS ID then press Enter. When a new folder opens, look for a folder called CSHELL. Right click on this folder and do a delete. Reconnect to VPN and retry accessing the link.

[Note: To make the AppData folder visible on Windows, do the following]:

  1. Launch the Windows Explorer
  2. Click on Organize then choose Folder and Search Options. Once in Folder and Search Options go to View. Here Check Show hidden files and folders.

Back to Table of Contents


Q. How do I flush DNS on my MAC machine?

A. On the upper right, look for the magnifying glass and type terminal and press enter. On the terminal window you'll enter the commands below, there might be a different syntax of entering command depending on which MAC OS that's running on your machine.

OSX Yosemite – Type sudo discoveryutil mdnsflushcache then press enter.

OS X Mavericks, Mountain Lion and Lion – Type sudo killall –HUP mDNSResponder then press enter.

Back to Table of Contents


Q. How do I flush DNS and release/renew my IP address on my Windows machine?

A. To flush DNS click Start and type cmd inside Search Programs and Files field and press enter. Once DOS prompt windows comes up, enter ipconfig /dnsflush and press enter.

To release/renew IP address, Go to the DOS prompt window and type ipconfig /release and press enter. Then type ipconfig /renew and press enter.

Back to Table of Contents


Q. What can I do if I receive a “Java not available” error after the scan has completed?

A. Uncheck Use SSL 2.0 compatible ClientHello format under Advanced Security Settings in your Java control panel. All other options you see under Advanced Security Settings should be checked.

Back to Table of Contents


Q. When accessing VPN through a Chrome Browser version 42 and later, I'm not able to connect successfully, why is that?

A. As of Chrome version 42 and later, an additional configuration step is required to continue using NPAPI plugins. In your URL bar, type chrome://flags/#enable-npapi and press enter. Click the Enable link for the Enable NPAPI configuration option. Lastly, click the Relaunch button that now appears at the bottom of the configuration page.

Back to Table of Contents


Q. Why do I receive “…not authorized” error message when attempting to connect to VPN?

A. This is most likely due to some permission issue with your AD account, temporarily preventing you from connecting to VPN. At this point please open a ticket with TechXL so that they can have the VPN security group verify if this is indeed the case or not.

Back to Table of Contents


Q. Once connected on VPN, I am not able to see the IMPACT link through the native applications window, why is that?

A. Please open a ticket with TechXL to verify that your user account is a member of the associated VPN AD groups which will show up as a link through Native applications window you can click on.

Back to Table of Contents